Customer Service Advisor

Job title: Customer Service Advisor

Company: Xplor

Location: Newcastle upon Tyne, UK

Type: Full-time

About Us: At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

Our Team And Why You’ll Love it Here: Imagine starting every day as a part of our Fitness & Wellbeing Enterprise vertical in our swish Newcastle Upon Tyne office, knowing you’re making a difference. As a Customer Service Advisor, you’ll be on the front lines, solving problems and enriching customer experiences—one conversation at a time. You'll be the liaison to our clients trust, helping them thrive by handling their inquiries via chat, phone, ticket and email like a pro, so they can get back to what they do best.

You will be an extension to our clients’ teams, supporting them with our comprehensive suite of technologies, payment capabilities and value-added services like, to help their businesses thrive.

Job Description

What You'll Do

• Be the First Point of Contact: Answer calls, with a positive attitude, resolving issues on the spot.
• Problem-Solve Like a Pro: You’ll tackle customer queries about accounts and contracts, escalating only when absolutely necessary to your supportive Team Leader for additional guidance.
• Share Learning: You’ll capture learning from queries and issues to help us with our continuous improvement, sharing your experiences with your team.
• Keep Things Running Smoothly: Handle overdue balances, manage client communications, and keep our systems updated with precision.
• Succeed Daily: Utilise our scripts and materials to achieve Xplor’s service levels and priorities, knowing the value and impact you’ve provided to our clients.

Qualifications

What We’re Looking For:

• Customer Whisperer: You’re a people person with top-notch communication skills, whether on the phone, via email, or face-to-face.

• Problem-Solving Ace: You don’t just identify problems—you find solutions.

• Detail-Oriented Dynamo: You spot the small stuff and document it clearly.

• Team Player Extraordinaire: You know when to roll up your sleeves and dive in.

• Adaptability: Fast-paced environments, with no two days being the same? Bring it on

• Additional Information

• Values and Life at Xplor Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way

• Do the right thing

• Say it straight

• Win together

• Own the outcome

• If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

• As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs

• GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community

• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program

• Access to free mental health support

• Flexible working arrangements

• We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process.

• Interview Recording and Background Checks

• As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

• EEO and Artificial Intelligence

• We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions.

• Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. We encourage applications from all sectors of the community.

• We make it a priority to respond to every applicant.